General FAQs
Where are you located?
Our shop is located at 775 E Washington Blvd. Pasadena, CA 91104
We have open street parking. Please do not park in the mechanic shop next door, we will ask you to repark to avoid being towed!
When are you available?
Appointments can be scheduled Friday thru Sunday. Find the time slot on our calendar that works best for you!
Hours of Operation:
Friday 10:00am - 6:00pm
Saturday 10:00am - 6:00pm
Sunday 10:00am - 6:00pm
We are by appointment only and do not have weekly store hours for walk-in browsing.
How far ahead of time can I book my appointment?
Our calendar opens 30 days in advance. If you see a slot open, it is available! Not seeing availability? We may be fully booked for that day or weekend. Feel free to email us to join our waitlist!
What if I have to change or cancel my appointment?
Changing your appointment time after it's set will result in a $25 change fee. We do not allow rebookings for appointments less than 72 hours in advance from the day of your scheduled appointment.
We offer a 50% refund for cancellations made 72 hours or more before the day of your scheduled appointment.
However, cancellations within 48 hours from the day of your scheduled appointment are non-refundable.
Contact us at info.creamandivory@gmail.com to reschedule your appointment - we respond during normal daily hour of operation from 10am to 5pm.
You can cancel your appointment through the booking confirmation email under "Reschedule/Cancel Appointment".
Refunds will be generated through Square after this action has been made and put back to the card used for the booking fee.
Violating these policies will result in a ban from future appointment bookings.
What if I am running late to my appointment?
We understand that life happens and we do ask you call us to let us know if you are running late - our number is highlighted in blue on your confirmation email!
In order to ensure that our other paid appointments have their full booking time we cannot extend appointments past the 1 hour booking slot if you are running late, but we will do our best to get you in as many gowns as time allows for!
The time you select on your booking is the one hour slot you have reserved and cannot be changed, swapped out, or pushed back.
Two consecutive no-show appointments will result in a ban from future bookings.
Do I need an appointment for veils and accessories?
We do require an appointment to view or veils, accessories, shoes, mens wear, and trinkets. These items can also be found on our website under "Shop Accessories".
How many people can join me during my fitting?
We allow up to 4 individuals to join you during your appointment. We do not have the space to host more and appreciate your understanding.
Only one individual per fitting may try on gowns.
Can I share my fitting appointment with a friend or fiancé?
We strive to provide the best service possible. In order to make that happen, we do not allow other party members to try on gowns during your fitting. If you would like to share this moment with a partner, we suggest booking back to back appointments.
Do you serve alcohol or refreshments?
Alcohol is not permitted in our facility due to our lease agreement. We have complementary water.
What is your return policy?
All sales are final, both online and in store. No refunds or exchanges. We do not purchase our sold inventory back.
Vintage and/or antique items are sold as is, which may include normal wear and/or imperfections.
We do our best to highlight any damage and points of concern. If you have more specific questions on an article for sale in our shop or would like additional photos of any item, we are happy to oblige.
When can I pick up my dress?
Congratulations! You have found your gown and paid the invoice and are now ready to pick up your item. You are welcome to come by anytime during our operational hours Friday through Sunday, 10AM to 5:45PM.
Can't make it? Send a friend! Just let us know in advance who is coming to pick up your item!
Please note, your gown is in clear plastic, so if a fiancé is on the way - send them with a breathable garment bag and we will swap it out before they see!
Reasonable requests for outside pick up times may be considered but dependent on employee availability - feel free to reach out for any special requests.
Do you do alterations or repairs?
We do not currently offer any in-house alterations at this time.
If you purchase a gown with us, you will be supplied with a list of referrals to get you started. Please note that we do not receive any compensation for these recommendations and are not liable for any work done by these individuals or companies, this is merely a place to start your alterations journey.
Prices may vary and we suggest booking a consultation or getting a quote prior to any work done on your garment.
Access to our list of referrals is limited to customers who have purchased items through Cream & Ivory in order to protect our working relationships with our independent contractors.
Do you rent your dresses?
We do offer rentals for photo, film, and television shoots.
To learn more please email us at info.creamandivory@gmail.com
Do you accept donations?
We will gladly accept your gown, accessory or trinket donations that are wedding related!
We thoroughly clean and mend your donated gowns so they are ready for the next bride.
Donations can be dropped off at our store front or through the mail. Please contact us at info.creamandivory@gmail.com to coordinate!
Can I sell my gown with you?
We do not purchase gowns or offer consignment at this time.